Configuration · Coverage

# Set clear expectations for human support

Let AI handle covered requests while making the availability and ownership of human help clear across cohorts, time zones, and service teams.

## Define who is available and when

Document your team’s support hours, time zone, escalation owner, and any on-call coverage. A globally distributed learning community may need different expectations from a single mentoring cohort.

## Separate AI availability from human availability

AI may answer covered questions outside team hours where the service is configured to do so. A request needing a coach, account specialist, or authorized decision still depends on that person’s availability.

## Set targets that match the workflow

Use response and resolution targets for the outcomes your team can control. Account for dependencies such as a program owner, external service, or verification review. Do not promise the completion time of a decision held elsewhere.

## Communicate the next step

Tell the member whether the request is being investigated, awaiting information, or waiting for a person. Provide a confirmed expectation when available instead of inventing a deadline.

Illustrative support workflow

### “A learner needs help before a session in another time zone.”

AI can share the approved session guide and check a permitted access path. If the request needs the instructor, hand it over with the session time and the unresolved issue clearly recorded.